Senior Service Manager job vacancy iWelcome

Senior Service Manager

As a Service Manager at iWelcome you are responsible for meeting our Service Level Agreements with our clients. You work closely together with our Operations and Sales department to maintain, evaluate and improve those Service Level Agreements.
As a Senior Service Manager, you will also coach your colleagues and participate in continuous improvement initiatives to improve the overall service and efficiency. As a Service Manager, you also assist and educate our customers using our SaaS solution and providing them with knowledge and information for self-management.
The successful candidate brings customer orientation, commitment and an innovative mindset to the table to drive both customer satisfaction as well as operational excellence.

Key Responsibilities

iWelcome is looking for a Senior Service Manager with the following key responsibilities:

  • Create SLA’s with our partners and customers
  • Safeguard and report the SLA’s, both internally and externally
  • Act as PM in the event of critical issues or changes
  • Manage the Knowledge Portal allowing our customers and partners to self-manage
  • Engage with Professional Services to sell additional consultancy services
  • Be innovative and pro-active, challenge the status quo
  • iWelcome’s Service manager has a hands-on mentality and thrives in a multi-tasked environment in which (s)he will safeguard customer satisfaction in balance with iWelcome’s business needs;

Our new Senior Service Manager:

  • Has a BA/BS/MSc degree;
  • With minimum 6-8 years relevant work experience;
  • Has proven experience in service management roles, ensuring customer satisfaction in ICT service delivery (SaaS, PaaS, IaaS or similar) for (international) enterprise customers;
  • Has the ability to act as Project Manager for changes or more complex software releases
  • Is familiar with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts, multi-tenancy);
  • Has executive-level communication and interpersonal skills (both verbally and in writing), with the ability to effectively navigate and mediate conflict and foster honest dialogue;
  • Can prioritise, multi-task, and perform effectively under pressure;
  • Is able to motivate team members and other stakeholders;
  • Is commercial result oriented and customer focused;
  • Is self-motivated, however, likes to work as part of an ambitious team;
  • Is comfortable in a dynamic environment such as iWelcome, is not restricted by a 9-5 mentality;
  • Is willing and able to travel within Europe;
  • Is Fluent in English and Preferably German and Dutch.

What we have to offer

You’ll be working with a talented group of people at one of the few technology ‘scale up’ companies in The Netherlands to build, sell and operate an innovative Identity and Access Management cloud platform. We have offices centrally located in Amersfoort (HQ) and Nijmegen, The Netherlands, Sales teams in UK and Germany, and our development teams in both the Netherlands as well as Romania.

We have a vision, know what we want and have the ambition to make a difference in the (Consumer-) IAM market. We expect the same from our colleagues, so we make sure we provide everyone with the best possible working environment and actively support career development.

And naturally, we offer a full package reflecting your contribution to iWelcome!

When applying, please provide a detailed resume & cover letter to


Location: Amersfoort, Utrecht, Netherlands

Apply now

Please fill in your personal details and motivation in the fields on the right and we will get in contact with you shortly.